Internode NBN Fixed Wireless

World’s Worst Customer Service – Absolutely avoid at all costs I’ve been with these guys for about 4 years now, and it absolutely baffles me as to why I stay with them. As many other Australian customers have said- a couple of years ago they/their customer service was excellent. For the past 2-3 years, it has been a genuine disgrace. Even for the smallest of issues, if you are… Read more

to call them- expect to be on hold for a MINIMUM of 2 hours, and to be “transferred” to a minimum of 2 different operators for a single issue.

Today, after being on hold for 30min (simply trying to change my address, as I am moving), I spoke to an operator who begun my verifying my name and DOB. I spoke to them for 15min, gave them the details of my new address, and arranged the move- only to get to the end of the call, and be told I had to be sent to a different department to finalise. I was then on hold for another 45min, only to have the next operator ask for my name and DOB again- and then tell me that the DOB I had provided was incorrect, and that they could not help me. I was then hung up on. I made the stupid mistake of calling back, and being on hold for another 30min before finally getting on to someone else- who also proceeded to tell me that my DOB was now incorrect. 40min after this, and I found my way to a manager- who was a disgustingly rude and condescending person (her name was Li or Lee), did absolutely nothing to help, spoke in a disgracefully unprofessional way, and transferred me to a back to the same department I had originally called through to.

Long story short, this all occurred between 7pm-10pm, and wasted an entire night. I’m now stuck, not only unable to change my address so that I can have internet when I move, but more importantly- unable to cancel my service, as they’ve had some mishap with my DOB details somehow (which have NEVER been an issue for the 4-5 years I have been a customer, and have NEVER been relayed to me as being incorrect, until the second, third and fourth people I spoke to tonight).

I know this is a long-winded story and it sounds ridiculous, but that is because this company genuinely is exactly that- ridiculous. Perhaps the worst customer service I’ve ever encountered.

If I can ever figure out how to do it now that they’ve absolutely mangled my personal details on my account, I absolutely CAN NOT WAIT TO CANCEL MY SERVICE.

DOOOOO NOTTTTT SIGN UP TO INTERNODE!!!!!!!!

(Aside from all of the above- also coinciding with whatever provider change they made a few years ago- my internet service itself constantly drops out? And requires 2-3 modem resets per week)

8 years of loyalty for a whole lot of nothing – What a shame to see a great company ruined. Ever since Internode was taken over, customer service has gone down the drain. Had an issue with our internet going VERY SLOW after some NBN maintenance in the area. I’m talking can’t even used Netflix SD slow. Called Friday 12/7 and got support to troubleshoot to no avail. Escalated to arrange an NBN… Read more

tech to come out. Called me once (I just missed the call) to follow up and when they didn’t get a hold of me, just gave me the support line to call back on. I was on hold for 45 mins at a time, trying to get back to them. Call back services would just call me back and put me on hold again. Took me all weekend to get a hold of them after days with no internet. Arranged a tech for Thursday 18/7, 8am-12pm. Hills Technology Services called the day before to change my service time to 12pm to 5pm, not much notice but shuffled best we could. Hills then called again the morning of the scheduled service and cancelled altogether due to no tech available all of a sudden, telling me to call internode to raise another ticket as they were closing mine (guy on the phone was RUDE, when I tried to ask why he couldn’t reschedule considering it was their fault they weren’t sending a tech, he hung up on me). Not sure how you close a ticket you have not completed, but go off king. Called internode 18/7 to complain, they are so indifferent to issues and have no empathy for customers. Such a far cry from their early days. The first support person escalated my call straight away, only for the person it was escalated to, say they would quickly go catch my ticket manager and call me back within an hour to arrange an expedited tech call out for the inconvenience. They called me back TWO DAYS LATER 20/7. Only to offer another Thursday 25/7 NBN appointment, that would be two weeks with useless internet. I told the operator we would be switching providers due to the terrible service and she said she would put it on to their customer service team to get in touch. Reckon I’ve heard from them? Nope. We’ve been with internode for 8 years. What a great disservice they’ve done themselves in this buy out. Whoever took over made a real mess of a good thing!

The king is dead – We were faithful Internode customers for around 20 years. All excellent until they were taken over by TPG in 2020, following which Internode began shedding service features. The final straw came when they decided to stop providing email services entirely by the end of 2013. We are regretfully leaving Internode as soon as possible.Thanks a bunch TPG et al. Shameful behaviour by a once highly regarded ISP. Show details

Good but for nbn – Once upon a time in the past, an ISP named Internode had ADSL2 for regional areas. Speed was great, phone through copper lines was good. Then came the NBN, and all went to h3ll in a hand-basket. Internode tried hard to get NBN to fix their problems but seemed a lost cause. Now I have NBN Fixed Wireless, and when the weather changes to… Read more ·  1

thunderstorms or just thunder, everything goes out - Internet and Phone. Pairing them up was and is a disaster. But Internode Presses on to do the best it can and making the best of a bad situation. Over the years I have been with Internode, since about 2000, although I'm not recognized as being that long with the same ISP (I guess they think I used the other ISP - 123Gumtree), I have found them to be good. There were times of deep frustration when speed was way under 200kbps, I was almost set to give up. More so when I see the people get the cream in the big cities with huge speeds. I am on my 3rd NTD after storms blew it out, now I shutdown the whole lot a certain way and as I have done it quite a lot during the wet season, as long as I follow the protocols for rebooting the lot, I have had no problems at all. One really good thing, the service personnel fix any problem quite quickly, and NEVER have I been told "Your fault" as with one Telco who blamed me for everything just shy of sinking the Titanic. The day the regional areas get 10Mb download speed, I will throw a party and all are welcome. Not going to change ISP's now, got used to Internode and feels like an old worn out T-shirt that is just too comfortable to throw away. Live long and Prosper Internode.

Nothing works – Change over just over3 weeks ago haven’t had internet more more than a couple of day that has work proper been on the phone I don’t know how many times to support team, first had trouble with connecting to old router so they told me to go to office works and buy a router done than it did not work proper back on the phone had to go on a 24 month… Read more

contract to get your router guess what has not been successful home ph trouble porting over and when finally ported wouldn’t and can’t connect everything is down technical support said they are working on the lines this morning so he can’t do anything about it till the lines are up and running’ ask if I can cancel said I would have to pay cancellation fee I don’t think I should pay anything for the service that hasn’t work proper for only 3 weeks got to phone tomorrow again to see what happens

September 25th 2019 Update: Nothing works

Update from last review still no internet or home phone Technician are looking into it since moved to internode coming up for 4weeks having trouble connecting phone they ask me to phone my last provider to see if line is still open or close I keep telling them the line is open as I have phones about 5 times to my last provider don’t know what’s going on I ask to cancel today and I was told I would have to pay $300 cancellation fee I said I don’t think I should pay anything As I haven’t had any phone and only a few hours of internet after this conversation I received a phone call saying they are having trouble connecting phone and to contact my last server again don’t know what’s going on spoke to someone a few days ago he said he would credit me with $79.99 when everything is up and running got an txt message saying it could take till the 29th to get fix today txt said lit might take longer that’s why I phone to cancel as I don’t know when and if they can get my phone or internet up and running ticket 20032960

Probably the best ISP in Australia! – We've been with Internode for well over 3 years now. We are in a regional area so there was initially some doubt as to whether we could get ADSL2+ (had been using a local wireless provider previously) - but the Internode guys had us connected in under 24 hours. Helpdesk support is top-notch - you speak with Aussies based in Adelaide (at least… Read more

we have up until now). They have always been patient and professional and even helped us through a stubborn Wi-Fi connection to an Ipad (not theirs) that they didn't need to do.

They have a fantastic call-back service - so if you call at a peak time; the system will call you back when they catch up; and you don't lose your place in the queue.

UPDATE - we have now gone with their wireless NBN for our home (dropped the copper phone line). Our speeds have been simply STUNNING on their Silver plan - averaging 50 MBps and 300 Gig downloads, (now 25 MBps and Unlimited downloads) outstanding for a very small country town!

They are just a bit more expensive than some others - but if you compare those other ISP's on here, I believe you'll find a lot more satisfied clients than with the cheapies? I guess it really does come back to that old saying - You get what you pay for?

They have just been purchased by the iiNet group - please guys - I really, really hope that Internode standards stay as-is? Mostly solid connections, Great speed, Excellent customer service! Nothing much - a tad more expensive, but not by much.

Product review process worked better than customer support line – Connection issues were very hard to fix but have managed to work with customer support to problem solve. Show details ·  1

Excellent customer service – Internode are a breath of fresh air after previous providers where it is almost impossible to get someone on the phone. Calls are answered quickly and issues dealt with effectively and efficiently. Can’t rave about them enough Show details

Very good service from Tech Support – I've had a bundled contract with Internode since 2014. Overall performance has been pretty good in that time but there have been a few problems which I've contacted the Internode tech support team about. Every time I've dealt with someone who is knowledgeable, patient, persevering and interested in solving my problem. I wouldn't hesitate to… Read more

recommend Internode to anyone looking for good service. Also, "hats off" to the folks in the Recruitment Dept - they do a great job too!

Terrible, can't even leave this review with internode internet it's so slow – Terrible internet service slower than a wet week, I couldn't even load a speed test it's so slow.. Been with them over 9 years and its them deteriorated progressively and despite all the bollocks about how they value their customers and offer a great service.. Internode, If you value your customers fix your crappy internet, $80 per month for this rubbish, I don't think so.. Goodbye Internode, I'd like to say it's been fun but it hasn't. Show details

Worsted customer service and will waste your time!!! – Sorting our internet for my mother. She was originally on NBN plan, then tried the 4G wireless plan. 4G wireless kept dropping put in her area and not working properly. We then requested to revert back to NBN 50 plan. We were then sent another wireless 4G modem, instead of a NBN modem. I spoke with 4 representatives on 4 different occasions to… Read more

resolve a simple issue. Each call lasted around 1 hour. Still no outcome to this day. Would never recommend internode, avoid at all costs. Try another provider, just stay clear of internode unless you like explaining your situation 5 times and being on hold for hours.

dROPS OUT A LOT – as we are in a rural area we seem to be affected by the service dropping out a lot. This means that I often change back to wifi which means I am not receiving the full benefit of the service Show details

can't do without it – I get my emails everyday without a problem and sometimes you tube items which I thoroughly enjoy and I'm not a constant user which is fine for me, I don't need a higher gigabite usage. Show details ·  1

Touch wood - never had a problem – Great service from initial installation. If I've ever had a problem Internode have solved the issue with the very first contact. They are here in Adelaide and automatically understand my problem Show details ·  1

Important day to day utility – As with anything technical, from time to time we'll have a problem with it. Since I have been signed up with Internode, I have had a few issues, but the staff in the area where I have a problem are always patient and helpful in getting my issues solved. They work with me step by step,( which for someone who is computer illiterate, very important) until problems are solved and I'm back online. I could not recommend Internet highly enough.  Show details ·  1

Great service and great provider! – Internode ( based in Adelaide) have been my internet provider for many years. Connection is very reliable and almost no spam. I am not very tech savvy and recently had a problem. I was helped by Peter who was patient, helpful and explained everything clearly. Problem resolved. Thanks Internode!  Show details ·  1

Great value – We have had recent dropouts but that's due to upgrades in our area. And speed is always appropriate. Had issues connecting initially due to a crossed line and received instant assistance which was much appreciated. Show details ·  1

10 out of 10 – Excellent customer service, local, helpful and informed! Speeds as promised. Reliable connection and reliable equipment. Occasionall drop outs when reported addressed promptly by the tech support. Could not expect more! Show details ·  1

Loyal Customer – I have been an Internode customer for over 10 years. I find the customer service and technical support has been great and any issuers have been resolved quickly. Internode has also been great in offering new services/plans to existing customers. I recently moved to 4G wireless unlimited plan which has great pricing.  Show details ·  1

Plan provides all my family requires for reasonable cost – Excellent service and reliable uninterrupted connection. Great speed so no lagging. Customer Care personnel extremely knowledgeable and helpful. I thoroughly recommend Internode to new users who are not techno savvy. Show details ·  1

Great service – The service is fine for me as I am not a computer nut. I have only experienced a couple of dropouts in the six years I have been with Internode. (pretty good) On each occasion I have had to contact Internode I have been very pleased with the customer service as it is friendly, helpful and very patient with me. Show details ·  1

Awesome Amazing Technical Support – Damian was amazing . At first it seemed that the wifi was cooked, but he persisted and persisted and finally fixed the wifi. He was great and all under 1 hour. Thankyou Damian Show details ·  1

Don’t cancel with notice – I gave my months notice the other day. Now my internet lags every few minutes. I won’t ever connect to internode again ever. Internode is crap crap crap. Don’t recommend.  Show details

Terrible service – Dropouts sometimes, however. Twice I have paid my bill in the morning and twice I have been cut off the same evening, the last straw was yesterday, the bill was paid yesterday morning and my service was, ssuspended yesterday evening, at 9pm.. I called this morning to try and get it sorted out and was told that it was put back on at 9.20 pm last… Read more

night, this simply isn't true, it was still suspended this morning, I was then ignored by the staff member I was dealing with, I tried to call back but was met with more obstruction, I called again and asked to be put in contact with a supervisor but was once again given stalling tactics, you don't need my email address, you had my telephone number, my name and my home address, what more do you need?? why would someone else call you to ask for my Internet to be reinstated??? You knew very well who was calling you, stop playing silly power trip games..

Wake up and sort yourselves out..

Very good company – I live in an area without high end internet access. Stumbled on Internode a long, long time ago after a number of very poor service providers. Basically I have never been let down by Internode. Best company by far for me. Show details ·  1

This fixed wireless service met my expectations. The internode staff exceeded them – I had a couple of minor issues soon after the connection, caused by NBN outages, not caused by Internode. It has been very reliable since. I would highly recommend Internode as an internet service provider. Show details ·  1

Excellent customer service – We've been with Internode for fifteen years and have had our fixed wireless NBN for two months. When our internet stopped working recently I phoned Internode and the problem was sorted out during the phone call. The Internode Customer Service team have always been helpful and patient when sorting out tech issues with us over the years. Their service has been very reliable and their pricing is competitive. Happy customer! Show reply

Always happy – I’ve been with Internode for many years, moved house 3 times and kept moving them with me. Always happy with the service and support. Can’t fault the company at all! Show details ·  1

Prompt local support is the most important service ISP's can provide – I have been with Internode for 15 years after a recommendation from a friend. I started with dial up, through ADSL and to NBN. Setting up a computer during these changes can be hard, this is where Internode tech service excells. The technicians based in Adelaide are easy to understand, patient with older or less computer literate people and are… Read more ·  1

highly skilled in problem solving. Internode it self has been very reliable and most problems have been with other services such as the NBN and the copper wire network in previous times. I believe that prompt, high quality support is much more important than cheaper rates, although Internode's prices are competitive. I highly recommend Internode to anybody that is looking for a quality ISP

Graham

Reliable service and support – We've been with Internode for more than 5 years, with ADSL and now with Fixed Wireless NBN (only option in our area - apart from satellite). In that time their service has been very reliable. There has been a couple of times where I have needed technical support and the support staff have been excellent. The problems were at my end of the system and they talked me through the issues patiently and clearly. Highly recommended. Show details ·  1

More than happy – Been a customer for 6 years. Moved to nbn fixed wireless from ADSL as only option in my area. Very reliable connection and capable of serving 4 adults and 3 teenagers streaming needs. Running 4 laptops and 4 chrome tv's. Only contact Internode to order new products as everything just works Show details ·  1

Great “real people “ service – System had been working perfectly, then we had a speed issue . One phone call and all sorted . Helpful and patient tech staff. Great to see in this day and age that customer service is a priority. Show details ·  1

definatly is a mut – i am happy with my connection. When there was a issue after the bush fires we were informed. my speed is good we can now enjoy streaming during this trying time. The last person i talked to was very helpfull. Show details ·  1